Jeremy Parrish

Experience

• 

  UNC Asheville

  Nov 2012 - Oct 2014

  One Stop Student Services: Academic Advisor

  • Holistically coached students facing a range of challenges that impacted them academically, connecting them to campus resources as appropriate• Facilitated transfer credit evaluation and transition for transfer students; held outreach sessions at local community colleges for prospective applicants• Analyzed and interpreted student data, including information on new student orientation, academic performance, and faculty advising assignments, informing orientation, success coaching, and programmatic intervention strategies• Collaborated with faculty, staff, and administrators from all departments to develop student success initiatives around advising, registration, and curricular developments• Implemented an early alert program allowing faculty to refer at-risk students for advising support at the beginning and middle of each semester• Supported the introduction of a Summer Opportunity for Academic Readiness program (SOAR) helping a select group of students make the transition from high school to college during the summer with an opportunity to experience on-campus living, earn college credit, and build community• Supported the introduction of the Jump Start program which provided close coaching and support to students of first generation, low-income, and underrepresented populations through their first year, resulting in an average first year retention rate of 87% and 3.0 GPA• Developed and implemented an academic recovery program using an appreciative, strengths-based advising model to support students in danger of being academically suspended or dismissed, or coming back from suspension, resulting in an average increase in GPA and a 63 – 72% retention rate to the next semester for participants in 2013 - 2014• Created an online advising course for new students introducing them to UNC Asheville’s curriculum and policies before registering for classes, resulting in a 3% transfer student retention increase in 2013 Show less

• 

  The Ohio State University

  Mar 2015 - May 2021

  • Hire, train, and supervise student employees providing integrated customer service to students and families on behalf of the University Registrar, University Bursar, Student Financial Aid, and Undergraduate Admissions• Increase efficiency during high-volume periods by acting as a full time information resource for 50+ employees handling an average of 1200+ interactions per day• Designed and executed onboarding and ongoing training in system use, student accounts, and customer service best practices for approximately 140 employees• Expanded student employee program from 20 employees to 45, accounting for an average of 70% of undergraduate admissions and 30% of student account, enrollment, and financial aid related customer contacts• Developed and implemented a phone call scorecard system to target individual employee feedback and coaching, resulting in 10% average score improvement over time and greater quality control Show less • Provide integrated customer service to students and families on behalf of The Office of the University Registrar, The Office of Student Financial Aid, and The Office of the University Bursar.• Communicating professionally with a diverse audience through phone, email, and in-person interactions.• Demonstrate university values in all interactions.• Utilize OSU’s Student Information Systems to answer inquiries and troubleshoot accounts.• Empower students struggling to find solutions in a large, complex university by helping them navigate financial aid and enrollment options and remove roadblocks • Collaborate with campus partners to prepare and deliver information sessions for new and prospective students and their families • Proactively perform outreach for new low-income, non-resident admitted students to help guide responsible decision making Show less

  • Buckeye Link Senior Counselor

    Oct 2016 - May 2021

  • Student Services Specialist

    Mar 2015 - Oct 2016
• 

  The Johns Hopkins University

  Jun 2021 - now

  Assistant Director

  • Serve as the team lead for a team of customer service specialists and student employees at Homewood campus, supporting the associated academic divisions.• Manage, administer, direct, and lead operational activities for the student support team in theareas of financial aid, registration, and student accounts.• Ensure Student Support Specialists are cross-trained and kept abreast of all policies andprocedures.• Provide exceptional customer service to all Johns Hopkins University constituents including students, divisional staff and faculty, external stakeholders, parents, sponsors (third party payers), and all other parties in contact with the university.• Liaise with the contracted call center project manager and university operational staff in supportof front-line issues and troubleshooting.• Supervise the team managing the queues in the student case management system to ensuretimely triage, escalation, resolution and processing of incoming cases.• Monitor ongoing communication between Student Support Specialists and students, parents,and staff while maintaining a high-level customer satisfaction. Show less